About the role
- Supervise, mentor and schedule a team of CCEs to meet service level agreements.
- Monitor daily performance metrics (AHT, CSAT, FCR) and implement corrective actions.
- Handle escalated customer issues and provide timely resolutions.
- Conduct regular coaching sessions and performance reviews.
- Develop and enforce standard operating procedures and quality standards.
- Coordinate with the CLM and BFSI product teams to stay updated on service offerings.
- Prepare and present performance reports to senior management.
- Identify process improvement opportunities and lead implementation projects.
- Ensure compliance with regulatory and data‑privacy requirements.
- Foster a positive team culture that promotes engagement and retention.
- Bachelor's degree in Business, Finance, or related field.
- 3+ years of experience in a customer care or back‑office role within BFSI.
- Minimum 1 year of supervisory or team‑lead experience.
- Strong knowledge of CLM (Customer Lifecycle Management) concepts.
- Excellent communication and conflict‑resolution skills.
- Proficiency with CRM and ticketing systems; MS Office suite.
- Analytical mindset with ability to interpret KPI data.
- Demonstrated ability to manage multiple priorities in a deadline‑driven environment.
- Understanding of regulatory compliance (e.g., KYC, GDPR).
- Leadership style that encourages coaching, accountability, and continuous learning.